There is no such thing as a typical contact center. Each leadership team is on its own evolutionary track. But there is a general sense of where we should be in 2020. For instance, we should be using cloud services. We should be omni-channel literate. We should have aligned our CX and contact center agendas. We should recognize the close bond between customer experience and employee experience.
In this eBook, industry thought leader Martin Hill-Wilson shares his predictions for what the contact center industry will look like in 2020. Download now to discover more!